Rent a Car Case Study

Analyze enterprise’s service quality survey. What information is it trying to gather? What are its research objectives?

The company is trying to gather the following information Level of Customer satisfaction, customer friendly process information, employee efficiency, customer expectation, information to decide the product mix, market segmentation and targeting, customer loyalty and demand forecast The research objective of the company is to know its customer expectation and market opportunities so asking the question which will help for SWOT analysis.

What decision has Enterprise made with regard to primary data collection-research approach, contact method, sampling plan, and research instrument?

Research approach- questionnaire method
Contact method- mail survey
Sampling plan- the company is randomly choosing 1 out of 20 customers. Research instrument-

In addition to or instead of the mail survey, what other means could enterprise use to gather customer satisfaction information?

The mail survey suffer from the shortcomings such as reach to only limited number of people, chances of distortion in middle is so high, it’s a time taking method and also is likely to be ignored and not answered by customer. So, in addition to mail survey a provision for instant feedback from customer at the time of return of car should be made as it will help to overcome all the above mentioned shortcomings. If possible email or telephonic conversation can also be used.

What specific recommendations would you make to enterprise to improve the response rate and the timeliness of feedback from the process.

Instant feedback method will reduce the time gap and also the customer will be more morally liable to answer, the question in the questionnaire should be more concrete and concise and also the redundant and repetition of question should be avoided as it will make questionnaire unnecessarily lengthy and the chance of customer avoiding it will increase.

You May Also Find These Documents Helpful

...CASE 7
ENTERPRISE RENT-A-CAR
Kevin Kirkman receives a Service Quality Survey in the mail from Enterprise Rent-A-Car. Kevin had been involved in a wreck earlier in the month and had rented a replacement car from Enterprise while his car was being repaired. Enterprise routinely surveys one of each 20 customers after completion of a rental. Enterprise used the survey to determine the percentage of customers who were completely satisfied, which produced the Enterprise Service Quality Index (ESQi) for both the company and for each individual branch.
Enterprise has become the largest rent-a-car company in the United States by targeting the local replacement market and maintaining a laser-like focus on customer service and satisfaction.
However, top management wanted to take its customer satisfaction program further by using the ESQi into account in promotion decisions. To do so, however, managers believed they needed to improve the response rate and timeliness of the information.
1-What decisions has Enterprise made with regard to primary data collection—research approach, contact methods, sampling plan, and research instruments?
Research approach: Enterprise has decided to use the survey approach that the is the best way to gather descriptive information. The survey research can be flexible, quick, and can be at a lower cost....

...manages a sports game, but does not usually provide "leadership" because there is no new change, no new direction - the referee is controlling resources to ensure that the laws of the game are followed and status quo is maintained.
Leadership Combined With Management
Leadership Combined With Management does both - it both sets a new direction and manages the resources to achieve it. Example: a newly elected president or prime minister.
2) Newspapers and old industries often flourished under autocratic leaders that stood watch over factory workers to make sure their factories kept humming. The point here is that it might not be easy to work under these circumstances, but the autocratic leadership style is certainly efficient.
Several studies suggest that organizations with many autocratic leaders have higher turnover and absenteeism than other organizations. With today's emphasis on joint decision-making and empowerment, employees just entering the workforce will be highly resistant to this management style. So the autocratic leadership style should not be used when you want to get your employees engaged in the decision-making process. Autocratic leaders are also not effective in situations where your employees might become resentful or fearful.
Finally, if your company is struggling with low morale, or is interested in building employee relationships, then an autocratic leadership style will only make the work environment worse.
3) A democratic...

...CaseStudy - Enterprise Rent-A-Car
1. How has Enterprise Rent-A-Car (ERAC) defined its service differently than that of the typical national car rental company?
Basically, ERAC focuses on customers’ convenience. In order to support their convenience, ERAC has established a lot of its branches over the regions, which makes the company offer rental service within 15 minutes. In addition, it provides customers shuttle service to bring them at their homes, offices, or repair shops without fee. So, customers can easily use its service at homes or repair shops.
The company segments customers more widely than other car rental companies. While typical car rental companies usually catch the people who need a car for trip or business for customers, ERAC expands the range of customers to the people who need a car because of repair service, theft, or special purpose like treating guests or family trip.
Customers can choose what they want to ride from the variety of kinds of cars from small cars to luxury cars. Also, ERAC serves its cars at lower price than that of other rental companies in spite of having lot of cars. It can be possible because ERAC reduces cost by keeping its cars on the road for six months.
2. What features of its business...

..."Enterprise Rent-A-Car"
Case Recap and key facts: Promotion is the primary motivator for employees at Enterprise. Promotion depends on individual and branch-level factors. Employees compete for bonuses. Promotions on a branch-basis depends on scores based on the ESQi (Enterprise Service Quality Index). Relates to goal commitment and task strategies.
Problem Statement: Is it fair to base promotions and transfers for employees on the Enterprise Service Quality Index (ESQi)?
Components of the Problem: Customers may be hesitate to take the survey so there may be inadequate opinions from customers to properly rate the branch. Customers may be dishonest about the survey and give high scores to make the survey time go quicker. The branch may be located in an area where they do not have a lot of customers.
Situation Summary: Employees should be promoted or transferred based on managers' recommendations because this will give more clear indication to whether or not the employee is able to perform the tasks required for job. Employees should also be promoted or transferred based on commitment to the company. If they have seniority and proper management training, they should be able to represent the company in a higher position.
End-of-Case Questions:
6.1 As an Enterprise employee I would and would not be motivated by bonuses by signing up customers for supplemental liability protection. The reason why I would be...

...Wittenburg University CaseStudyCaseStudy 2 – Mastering Teacher Leadership Business Research Methods
1
This case presents a situation that is quite common in the education field and addresses the responses by institutions to new legislation imposed upon them. As is often the case, the legislators do not address the impacts to organizations, leaving the actual implementation to the end user (i.e., public and private schools). In this particular case, Wittenburg University (WU) is faced with the decision of whether to develop and deliver a Master of Arts degree in classroom leadership.
1.) Build the management-research question hierarchy for this opportunity. The initial step in the research is the creation of a management-research question hierarchy, to formalize the process. For this casestudy, the management-research hierarchy is presented in Appendix A. The purpose of this hierarchy is to examine the various stages of the research question and present a logical sequence of increasing focus that will allow the development of a survey instrument that can be delivered to potential program applicants. The initial stage is to identify and state the management dilemma, which in this case is the impending new legislation. The State of Ohio intends to require all licenced teachers to have, or complete, a master’s degree before...

...Topic: Rent-A-CarCasestudy
Course: 501 HUMAN INTERFACES
Final Assignment
Instructor : Michele Vincenti
Student Name : Navanjot Singh Bajwa
Class : MBA 501
Table of contents:
Abstract…………………………………………………………………………………….3
1. Introduction……………………………………………………………………………4
2. Motivation and approach used by Rent-A-Car………………………………………..6
3. Culture of an organization…………………………………………………………….9
4. Analyzing the Vote System…………………………………………………………..10
5. Effectiveness of Motivational Techniques……………………………………………12
6. Conclusion…………………………………………………………………………….12
References
Abstract
The factors contribute the exceptional customer service explained in the paper. Customer service is main motive of this company and there are several techniques that this company follows to provide better business to the customers. The study is aimed at the factors leading to better business and meeting the expectation of the customers. The study also tells us the various factors leading to job satisfaction. The research also tells us how the culture of the employment plays the important in motivating the employees. The casestudy comes to an end with the discussion that better customer satisfaction comes with the better job satisfaction.
1. Introduction
Today in workplaces, motivation had been proven to be one of the...

...Introduction
In this case we get an entire scenario about how the Japan deflation set in, what were the effects of the deflation on the economy as well as on the people of Japan. It also mentions about the various reasons because of which Japan was in such a tight grip of Deflation, Depression, Demographics and Debts Guides us through the steps taken by the government in order to curb this deflation. Imparts a great knowledge to us about the various economic terms like deflation, self-liquidating credit, Non-Self Liquidating Credit and how the people and economy of a country is affected by these.
Free markets economies are subject to cycles. Economic cycles consist of fluctuating periods of economic expansion and contraction as measured by a nation's gross domestic product (GDP). The length of economic cycles (periods of expansion vs. contraction) can vary greatly. The traditional measure of an economic recession is two or more consecutive quarters of falling gross domestic product. There are also economic depressions, which are extended periods of economic contraction such as the Great Depression of the 1930s.
From 1991 through 2001, Japan experienced a period of economic stagnation and price deflation known as "Japan's Lost Decade." While the Japanese economy outgrew this period, it did so at a pace that was much slower than other industrialized nations. During this period, the Japanese economy suffered from both a credit crunch and a liquidity trap....

...
CASESTUDY NO.1
Mary Roberts had been with the company three years when she was promoted to manager of the tax department which was part of the controller’s division.Within four months she became a supervisor of ten staff accountants to fill a vacancy.Her superior believed her to be most qualified individual to fill the position.
Many senior employees resent her that she so young to fill the position and what made them more upsets was the fact tax managers did not discuss the promotion.
QUESTION:
1.What can Mary Roberts do about the resentful senior employees?
Mary should tackle this head on she should be direct and assertive about her expectation and when people are crossing the line that means she need to be clear with people when their behavior doesn’t meet her standards and she need to be willing To set and enforce consequence if it doesn’t change
2. Can higher management do anything to help Roberts make the transitions to greater responsibility?
Yes, because they are the one who put her in that position of course they will help Mary interms of guiding it `.
3. Will her lack of technical knowledge hinder Mary’s managerial effectiveness?
No , because lacking on some aspects on technical knowledge cant bankrupt or destroy a company as long she have a guts to face and accepts failures
4. Should Mary’s superior have discussed the promotion with the senior employees before announcing it?
No ,because its not their obligation...